Massage Envy Study – Flashcards
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Bodywork
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Describes various massage therapy moralities or methods that can be used to positively affect changes in a person's overall health.
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Massage Rhythm
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Extremely important. Rhythm sets the pace and determines what effect the stroke is likely to have
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Pressure
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Needs to be constantly adjusted to the area receiving the massage
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Customized Massage
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Various techniques that Massage Therapists use to address the specific needs of the guests
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Cranial Sacral Therapy
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Gentle techniques applied to the skull, spinal column and sacrum (tailbone) to decompress and relieve stress in these areas. Very light therapy, requires no oil/lotion and guest remains clothed
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Deep Tissue Massage
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Techniques that will address the deeper layers of muscle tissue. Massage Therapist will warm muscles and then gradually apply pressure using body weight and possibly alternative tools such as the elbow and forearm.
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Geriatric Massage
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Protocols and applications designed to address working with the elderly population. Uses light techniques, passive movement, and gentle stretching.
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Myo-fascial Release
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Techniques and dimensional movement applied to specific areas to release muscle and tissue contractions and adhesions.
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Neuromuscular Therapy
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A very detailed muscle and attachment work that is designed to address specific musculoskeletal injuries.
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Prenatal Massage
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Massage for the expectant mother. Guest will be positioned in the sideline position with support cushions. Various massage techniques are used to address guest's requests and needs.
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Reflexology
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Techniques that address reflex points on the feet and hands that are believed to have referral effects on all systems in the body.
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Sports Massage
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Protocols designed to work with athletes for maintenance, preventative therapy, injury rehabilitation, and pre and post event.
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Swedish Massage
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The most common of massages- utilizes long, connective strokes incorporating light and deep pressure for a full body treatment session.
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Trigger Point Therapy
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Pressure applied to tender points on muscles and near muscle attachments. Point will feel like a knot of bump in the muscle.
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Aroma Therapy
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Massage incorporating essential oils to address a variety of physical, emotional, and/or mental conditions. Members/Guests can choose an essential oil blend to further enhance their massage session.
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Deep Muscle Therapy
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Massage incorporating heat from warm towels and 2 topical ointments- PROSSAGE and BIOFREEZE- into the massage session. Relieves tension, stress, pain, and discomfort in the muscles, tendons, ligaments, and joints.
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Sugar Foot Scrub Therapy
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Massage incorporating heat from warm towels, sugar scrub, and body butter. Designed to soothe foot pain and discomfort, and smooths and protects feet by increasing circulation, relaxing muscular tension and softening and hydrating skin.
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Hot Stone Envy (members and guests)
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A 1 1/2 hour massage that incorporates the use of warm stones. The warm stones ease muscle stiffness and tension, and promote circulation.
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5 Basic Strokes that make up a Swedish Massage
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1. Effleurage 2. Petrissage 3. Tapotment (Percussion) 4. Friction 5. Vibration
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Effleurage
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Long gliding strokes with the palms or fingertips
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Petrissage
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Kneading movement with the palms or fingertips
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Tapotment (Percussion)
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Chopping movement or tapping
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Friction
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Long and repetitive stokes used to warm up tissue
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Vibration
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Movements that shake or vibrate the body
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Acupoints
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Points along the body where the meridians flow
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Central Nervous System
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Consists of the brain, the spinal cord, and the optic nerve
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Cranium
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The skull
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Chi
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The "Traditional Chinese Medicine (TCM)" term for Energy
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Edema
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Swelling caused by fluid retention
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Energy
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The potential for causing change
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Fascia
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The tissue that runs throughout and connects your entire body
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Homeostasis
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Complete mental and physical stability/balance of the human body
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Meridians
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Pathways in which energy circulates in the body, most commonly conveyed in the TCM
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Nervous System
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Includes all nerves, the brain and the spinal cord
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Neuromuscular system
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Anything related to both nerves and muscles
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Sacrum
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Tail Bone
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Temporomandibular Joint Dysfunction (TMJ)
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Discomfort in the jaw characterized by grinding, popping, and clenching
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Toxins
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Wastes as a result of normal body functions
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Trigger Point (TP)
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A build-up of toxins classified as a dense, hard point in a muscle commonly referred to as a "knot"
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Universal Life Energy
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The concept that all matter is composed of the same basic energy
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Enhanced Therapies
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AromaTherapy, Deep Muscle Therapy, Sugar Foot Scrub Therapy
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AromaTherapy
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Combines the natural therapeutic properties or essential oils and the healing power of massage therapy. FOUR blends- Can provide relief from a wide range of health conditions: anxiety, stress, headaches, back pain, emotional upset, and insomnia
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Essential Oils
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Are highly concentrated extracts from the aromatic part of a plant. Can increase: mental clarity, promote relaxation, and invigorate the body
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Wyndmere Naturals
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Brand of essential oils we use- only natural oils (not tested on animals and they don't use synthetic oils)
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Blends
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(Four) Mixed essential oils instead of an individual oils
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Anxiety Release Blend
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This soothing and relaxing blend promotes a sense of inner peace and harmony while easing nervousness, irritability and apprehension. The combination of lavender, chamomile, and vetiver, known for their calming properties reduce exhaustion, insomnia, and muscular aches, and are blended with the uplifting aromas of citrus and clary sage.
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Lavender Garden Blend
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A blend of patchouli, grapefruit, and sweet orange oil create the foundation to highlight two unique lavender oils. English lavender is traditionally used to reduce pain and inflammation, and as a mild antidepressant and calming agent. Lavandin is a natural hybrid of English lavender and spike lavender. It demonstrates properties that support the respiratory system, aids natural detoxification and promotes restful sleep.
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Mint and Rosemary Blend (Revitalizing)
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Lively and fun, this combination of mint oils spun with rosemary enlivens mind and body. Peppermint is high in natural menthol, which aids in pain relief and cools the body, while increasing circulation. Research shows that it also stimulates the area of the brain that releases noradrenalin, causing people in one study to perform tasks that required sustained attention more effectively.
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Relief Blend- Aches and Pains
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Rosemary, an antispasmodic, naturally relieves muscle spasms and stimulates circulation. Try this massage after physical exertion for minor aches and pains. This stimulating scent is refreshing, woody, and herbal.
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Benefits of Aroma Therapy
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Protects from infectious diseases, increases work efficiency, stimulates clearer thinking, and reduces symptoms and pain from various disorders and conditions
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Contraindications of AromaTherapy
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Is a condition or factor that speaks against a certain measure (mainly used in medicine, with regard to factors that increase the risks involved in using a particular drug (or a medical procedure or engaging in a particular activity). Some contraindications are absolute- there are no reasonable circumstances for undertaking a course of actions, other's are relative- meaning that the patient/guest is at a higher risk of complication, but the risks may be outweighed by other considerations/measures.
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Relative Contraindications or Cautions (Most common)
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Ashma, Allergies to fragrances, Epilepsy, Fever and infections, Heart conditions, Neuropathy, Open sores, Pregnancy/breastfeeding, Sensitive/fragile skin, Skin rashes or conditions, Sunburn
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Pre-Massage Protocols
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Products/Supplies- massage lotion, essential oil blend, 2 oz plastic dispensing bottle, 1 hot towel Protocol Procedures- Allow guest to select blend, Fill 2 oz bottle with massage lotion (1/2-/3/4 full), add 12 drops of essential oil into bottle, Shake gently to mix lotion and oil
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Deep Muscle Therapy 2
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Relieves tension, stress, pain, and discomfort in the muscles, tendons, ligaments, and joints. Designed for guests who want a deeper massage or for those that suffer from chronic pain associated with athletic training, repetitive movements and/or overuse. Uses both Biofreeze or Prossage
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Prossage
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Prossage is an area-specific warming oil that provides gentle heat to the skin, muscles and other soft tissues. The warming sensation causes muscles to relax and expand. As tissues soften, more blood and oxygen penetrate congested areas, reducing the ischemia (deficiency of blood supply) responsible for many chronic pain syndromes, orthopedic conditions and common sports injuries. As soft tissues warm, access to deep painful connective tissue adhesions can be accomplished faster and more effectively. Prossage lets Massage Therapists work soft tissue in ways they cannot achieve with cream or oils. Accurate and effective soft tissue work can be difficult and painful for guests, and the controlled glide Prossage provides Massage Therapists makes deep tissue work easier and less painful for our guests. Prossage should never be used as an allover lotion or oil- should be used sparingly on 1 specific area (less is more).
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Biofreeze
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Biofreeze is the only natural topical pain relieving analgesic formulated to provide a variety of benefits for therapy, pain relief, exercise/training and overall comfort. Biofreeze contains ILEX, an herbal extract from a South American holly shrub. The ILEX works to extend the properties of the three analgesics contained in Biofreeze. The result is a deep, long lasting pain relief period and acceleration of the basic healing process through relaxation of stiff, aching muscles.
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Benefits of Deep Muscle Therapy
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Allows the Massage Therapist to affect the muscles at a deeper level (aids in the reduction of muscle spasms, pain, and discomfort, while increasing circulation and range of motion (beneficial for those who suffer from chronic pain). DMT can do the following: Relieve stress, pain, and discomfort in muscles, tendons, and ligaments, reduce joint discomfort, reduce pain caused from sprains/strains, reduce muscle spasms, improve range of motion, improve circulation, provide temporary relieve from pain associated with arthritis, bursitis, plantar fasciitis, and tendonitis.
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Back and Neck treatment would be great for guests who
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Use computers all day Experience chronic neck and back injuries Sit of long periods of time
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Legs and Feet treatment would be great for guests who
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Overwork their legs/feet in physical activities (runners,walkers,bikers,etc) Stand for prolonged periods Experience pain from plantar fasciitis, chronic ankle & knee injuries
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Hands and Arm treatment would be great for guests who
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Use hands/arms for work (computers, physical labor) Over use hands/arms for physical or sports activity Experience chronic conditions such as carpal tunnel, tennis elbow, should joint dysfunction
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Contraindications for Deep Muscle Therapy
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DO NOT PROVIDE DMT on guests who have any of the following: Sunburn, Skin rashes/conditions, Open sores/wounds/damaged skin, Sensitive/fragile skin, Allergies to fragrance/heating/cooling products, Neuropathy (nerve damage that causes pain and/or numbness in the hands/feet), Fever/infections, Pregnancy/breastfeeding
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Sugar Foot Scrub Therapy explained
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Designed to soothe foot pain and discomfort, and protect feet by increasing circulation, relaxing muscular tension and softening/hydrating skin. Sugar scrub = combination of sugars and oils used to create a paste. Service includes hot towels, sugar scrub and moisturizing body butter (Bon Vital body butter/lavender or unscented sugar scrub)
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Benefits of Sugar scrub
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Increases circulation, relaxes muscular tension, and softens/hydrates skin. Common muscular-skeletal and nerve foot conditions include- Tendonitis, Arch pain/strain, Arthritis, Heel pain/spurs, Neuropathy, Plantar fasciitis, Shin splints
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Contraindications of Sugar Scrub
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Lavender sugar scrub is contraindicated in pregnancy- please use unscented version. Massage Therapist must perform required guest consultation prior to service- universal conditions apply: Asthma, Sunburn, Skin rashes/conditions, Fever/infections, Severe neuropathy, Sensitive/fragile skin, Allergies to fragrance/heat
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Sugar Scrub Protocols
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Supplies: 1 dry towel 4 hot towels in warmer 2 wooden spatulas 2 small containers with lids Procedures: 1. Conduct a thorough Wellness Chart interview and guest consultation to ensure Sugar Scrub is appropriate and safe for the guest 2. Prep product by measuring the following: 1/2 tsp. Sugar (in covered container) 1/2 tsp. Body Butter (in covered container)
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Hot Stone Envy
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90 minute hot stone massage session that includes a full body therapeutic massage with the placement of warm stones on muscles and the usage of warm stones by the MT during application of massage techniques. (Direct heat of the stones relaxes muscles allowing the MT access to their deeper layers, also expand blood vessels= increases blood flow throughout body). Stones have a sedative effect which leads to relief from chronic pain and stress and promotes deep relaxation.
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Benefits of Hot Stone
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Providing relief from the pain associated with fibromyalgia, arthritis, carpal tunnel, and other chronic conditions, Decreasing pain and muscle spasms, Reducing chronic stress and tension, Increasing the blood supply and nutrition to muscles, Increasing flexibility in joints aiding in easier mobility and movement, Relieving pain and tension created by strained/contracted muscles, Hot stones coupled with the massage technique act as a "mechanical cleanser" pushing lymphatic fluids and hastening the elimination of wastes and toxic debris.
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Contraindications of Hot Stone
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List of Disorders that require further info from the member before service can be performed: Severe anorexia, Severe high blood pressure, Liver/kidney disorders, Cardiac conditions, Dilated varicose veins, Extreme dermatitis, Acute fever, Meds that have side effects to heat, Lupus, Mononucleosis, Cancer, Shingles/herpes, Neuropathy, Epilepsy, Open cuts/wounds/sores/burns, Peripheral Vascular Disease, Acute Inflammation, Pregnancy, Cardiac Patients, Epstein Barr, HIV/Aids, Skin cancer, Chemo/ radiation treatments, + all other disorders on Wellness chart
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Murad Healthy Skin facials
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Feature products from world-renowned Murad Skincare Inc. Works by repairing cell membranes while attracting water and nutrients to the cells. Offer 4 facials- Anti-Aging, Clarifying Enzyme Acne, Environmental Shield Vit C, and Sensitive Skin. Facials cater to all skin types and are performed by Estheticians.
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Benefits of Facials
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Moisturizes the skin, Reduces blemishes and breakouts, Reverses visible signs of aging, Improves skin tone and texture, Alleviates redness and sensitivity, Reduces fine lines and wrinkles
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Anti-Aging Facial
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Helps reverse visible signs of aging on both the surface and the cellular levels by: providing maximum exfoliation, minimizing fine lines and wrinkles, accelerating the improvement in skin texture, tone, and apperance
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Clarifying Enzyme Acne Facial
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Rapidly reduces blemishes and breakouts in teens/adults with problem skin by: Soothing redness and reducing irritation from acne, improving skin clarity, Reducing inflammation due to acne
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Environmental Shield Vitamin C Facial
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Helps repair and prevent skin damage caused by exposure to sun/smog/stress by: Reducing skin pigmentation, Restoring elasticity and firmness, and Repairing damaged cells and preventing future sun damage
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Sensitive Skin Facial
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Repairs and balances sensitive skin by soothing discomfort from redness and irritation by: Providing gentle exfoliation, Minimalizing redness and inflammation, Soothing and hydrating sensitive skin
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Contraindications for Facials
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Can include several services the guest may have received in the past. A guest's health, medical history, allergies, and previous treatments can affect the service.
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Post Facial and aftercare instructions
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Post facial session, the Esthetician provides a Facial Wellness Plan. This comprehensive skincare plan is provided to guests so they understand when to come in for their next facial and what products they should use at home, based on their skincare goals and concerns. Aftercare instructions outline specific activities that should be avoided after receiving a Healthy Skin facial. It is important for guests to follow these instructions to avoid any adverse reactions to their skin.
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Actual Facial aftercare Instructions
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Stay out of the sun and tanning beds for next 48 hrs Do not receive another facial within 48 hrs Avoid use of exfoliating skincare products for at least 72 hrs - keep makeup to a min for 24 hrs - drink water, use sunscreen
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Murad Skincare Lines
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10 lines- identifiable according to skin type or concern: Acne/Anti-aging Age Reform Body care Environmental shield Murad Man Redness Therapy Resurgence Pore Reform Age-Proof Sun-care Hybrids
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Acne/Anti-Ageing Acne skincare line
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(Controls excess oil, healing blemishes, and prevents future breakouts while diminishing fine lines). Controlling bacteria and dissolving skin impurities, Reducing acne blemishes without the use of Benzoyl Peroxide, Soothing redness and irritation
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Age Reform skincare line
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(Reverses the visible signs of aging to reveal younger-looking skin) Accelerating the improvement in skin texture, tone, and appearance of fine lines and wrinkles, Helping balance/hydrate/firm skin for a more youthful or healthy appearance, Providing key nutrients and antioxidants to fight natural aging
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Body Care skincare line
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(Tones and hydrates, and is ideal for those concerned about cellulite/stretch marks) Stimulating micro-circulation for healthy overall skincare benefits, Firming skin + reducing the appearance of cellulite/stretch marks, Helping maintain hydration levels to minimize dry/flaky skin and supporting overall body and skin health
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Environmental Shield skincare line
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(Treats and prevents pigmentation and damage caused by environmental exposure) Provides soothing, nutrient-rich balancing benefits, Repairing damaged cells and preventing future skin damage while restoring elasticity and firmness, Infusing powerful antioxidant protection again environmental damage
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Murad Man skincare line
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(Soothes and protects men's skin and prevents irritation while shaving) Providing a cleanser and shaving cream in one, Helping reduce and minimize razor burn and ingrown hairs, Providing lightweight, hydrating protection against environmental factors
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Redness Therapy skincare line
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(Calms and soothes red/irritated skin) Fights surface bacteria that can irritate skin, Supports the skin barrier to help reduce irritation and inflammation, Targets the challenges of skin sensitivity
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Resurgence skincare line
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(Addresses hormonal aging and concerns associated with menopause and peri-menopause- great for skin types that need balancing) Provides peptides and hydration for anti-aging benefits, helping to minimize fine lines/wrinkles, Hydrating and nourishing the skin, Brightening complexion with natural plan exfoliants
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Pore Reform skincare line
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(Clears and prevents clogged pores, blackheads, and whiteheads while balancing oily/dry zones) Lifting dirt and oil as it tightens pores and tones skin, Normalizing oil production, Revitalizing and protecting while infusing the skin with powerful antioxidants
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Age-Proof Suncare skincare line
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(Protects against sun damage and premature aging while enhancing skin barrier function to help maintain healthy cells and hydration) Improves skin elasticity, Protects the skin with powerful sun protection, Enhances the skin barrier function- preventing dehydration, Being water-resistant and providing broad spectrum UVA-UVB protection
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Hybrids skincare line
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(Blends skin-perfecting cosmetics with Murad's innovative treatments) Providing smart and multi-functional formulas for all skin types, Providing intelligently engineered 2-in-1 problem solvers that perform skin-transforming treatments
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Murad Healthy Skin Regimens Kits
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4 Regimens- designed for home care and contains 5 products: 1. Acne Healthy Skin Regimen (after Clarifying Enzyme Acne facial) 2.Environmental Shield Healthy Skin Regimen (after Environmental Shield Vit C facial) 3. Age Reform Healthy Skin Regimen (after Anti-Aging Facial) 4. Resurgence Healthy Skin Regimen (after Sensitive skin facial)
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Answering the Phone
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Thank you for calling Massage Envy in Silverdale- this is Mikaela, how can I help you today?
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Identifying the caller
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After greeting and determining the purpose of the call, try to determine if the caller is already a member or not, but don't actually ask them (prefer to talk about our program in person)- try "Have you been to this location before?" or "Have you ever been to a Massage Envy Spa before?"
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Identifying need and recommending a Massage Therapist
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We want to schedule based on NEED, not time or gender preference. "Were you looking to come in for relaxation, or do you have a problem area you would like us to work on?" Find the appropriate MT FIRST, and then suggest times- NEVER ask for gender preference directly. Tell the guest who you are suggesting by announcing the MT's gender during your convo "I have you scheduled with Tony today, HE gives an excellent Deep Tissue Massage..." Guests will disclose a gender preference then.
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Choosing the right time
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Be specific and offer options to the guest "would you like to come in today or tomorrow? Would morning or afternoon work better for you?" instead of "when would you like to come in?" FIRST TIME GUESTS - come in 15 minutes early to fill out new paper work (don't ask them to come in early- just include it in their appointment time and say it will be 60 + 15 minutes) and come out on the half hour to avoid the busy top of the hour period- so we can present our wellness program.
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Gathering information
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1. First and last name "since this is your 1st visit with us, I need to get some general information. How do you spell your full name? and what is the best number to reach you at?" 2. Best phone number 3. Gender (DON'T ASK- just guess, if wrong, it can be changed later) 4. Referral Type "And may I ask how you heard about us?" 5. Credit Card number "Lastly, I will need a credit cart number to hold your appointment"
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Confirming the appointment
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RECAP: I have you put down for (Type of session) at (TIME) on (DATE). Your first appointment with us will be an hour and 15 minutes- that gives us time to customize the session with you first without cutting into your massage session time. INFORM OF CANCELLATION POLICY Additional questions: Do you know where we are located? Anything else I can help you with today? Thank you for choosing Massage Envy Spa, we will see you at (time) on (date) for your appointment. Have a great day!
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Recommending and Scheduling a Facial/Dual Service
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Promote Facials over the phone! "Have you ever visited a Massage Envy Spa before?" Inform: "Massage Envy Spa is unique in that we provide massages and facials at an introductory rate for our new guests. You could take advantage of our intro rate for both services and your total is only ____"
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Guest requests only a facial
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"During your facial consultation at the beginning of your session, you and your Esthetician will choose the Murad Healthy Skin Facial that best fits your skincare concerns and needs"
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Guest requests both Massage and a Facial
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"Great! We will schedule your massage session first which will be followed directly after with your facial consultation and service. During your facial consultation at the beginning of your session, you and your esthetician will choose the Murad Healthy Skin facial that best fits your skincare concerns and needs"
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Guest asks "What is the facial experience like?"
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"As part of our partnership with Murad, we have four Healthy Skin facials designed exclusively for us, which include all the steps of a typical European facial. You will enjoy steps to cleanse, tone, treat and repair. There may possibly be extractions, a mask, neck and arm massage, and finally a step to hydrate and protect your skin. At the end of the facial, you will receive a customized home care plan so you can continue the therapeutic benefits of your facial"
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Guest says "I want the Anti- Aging facial that I read about on your website?"
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"Our Anti-Aging is one of our exclusive Murad Healthy Skin facials. At the beginning of your session your Esthetician will consult with you to discuss your skin care needs and goals as well as examine your skin to determine the best healthy skin facial for you at that time. I will definitely put a note in here that you are interested in the Anti-Aging facial."
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Benefits of Facials recap
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Moisturizes skin Reverses visible signs of aging Improves skin tone & texture Alleviates redness & sensitivity Reduces fine lines/wrinkles Reduces blemishes & breakouts
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Scheduling an appointment with AromaTherapy
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Listen for trigger words! Guest: "I'm feeling stressed and anxious at work" Me: "I'm sorry to hear that and I'm so glad you are coming in for a massage. We actually have an AromaTherapy enhancement available called Anxiety Release that would be a great addition to your customized massage. It's a soothing blend with lavender and chamomile that eases apprehension and promotes inner harmony."
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Scheduling an appointment with Sugar Foot Scrub
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Listen for trigger words! "Getting a massage will be a great way to treat yourself after your marathon. We also have a Sugar Foot Scrub service that can be added at the end of your massage session. It includes a hot towel and a sugar scrub followed by a soothing body butter application so it would increase circulation and rejuvenate your tired feet."
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Scheduling an appointment with Deep Muscle Therapy
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NOT THE SAME AS A DEEP TISSUE MASSAGE. DMT is great for someone who has a problem area. "I would suggest that you add our Deep Muscle Therapy to your massage. It is done at the end of your session and incorporates a warm towel, Prossage and Biofreeze. Prossage is a warming agent that allows the massage Therapist to warm, loosen and work deep into your muscles without any additional pressure. It is followed by Biofreeze, a cooling agent that will soothe your mucles"
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Scheduling an appointment with Hot Stone Envy
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Therapeutic 90 minute session done entirely with hot stones. Good alternative for someone looking for something aside from a Swedish or a deep tissue. "Our Hot Stone treatment is an amazing service we offer that is a 90-minute full body massage done entirely with hot stones. The hot stones warm the muscles deeply, and increase your blood flow for an overall therapeutic experience. If you have never had a hot stone massage before, I would definitely recommend it."
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Scheduling a 90 minute session
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If the guest has a problem area that needs focus, you can recommend a 90-minute session. This will ensure that the Massage Therapist has time to focus on the specific problem, as well as provide a full body session. Me: "At that time we can also get you in for a 90-minute session. That extra half hour will really give Andy a chance to focus on those problem areas as well as provide a customized, therapeutic massage. Since it is your first time in, your appointment will only be *$74.99. Note: If the guest upgrades to a 90-minute session, you will book them to come in at the top of the hour (e.g., 3:00; however, since they are a first-time guest, you will tell them 2:45 over the phone). *90-minute price varies by market.
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Collecting a credit cart over the phone
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After getting all the information settled (which MT, what day, time, type of session, etc). "Okay, Sue, I also need a credit card number to confirm your appointment."
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"Why do I need to give you a card number over the phone?"
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"The reason we require a credit card upon booking the appointment is because our Massage Therapists are reserving that time for you. If you cancel at the last minute and we are unable to re-book that appointment, or you do not show up for the appointment, we want to make sure that Massage Therapist is paid for their time. "
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"I am not sure I feel comfortable giving my number to you over the phone. I have had some identity theft in the past..."
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"I completely understand your concern, however I can assure you that when we enter your card into our software system it is encrypted as soon as we enter it"
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"Are you going to charge my card?"
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"The only reason we would charge your card is if you were to cancel your appointment at the last minute and we were unable to re-book that time. We also charge your card if you do not show up for your appointment without giving us a call ahead of time."
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"I don't have a credit card to give you"
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Not a problem, if you have a gift card I can reserve your appointment by using that as well"
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"I don't have a credit card or a gift card to give you in order to book this appointment"
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"I understand, however, without a credit card I can only reserve the appointment time, but I can't guarantee it. If someone calls in for this time with a credit care, I will call you to re-schedule. Another option is, you may stop in a pay for your appointment in advance, that way we can guarantee that reservation for you" ALSO we accept walkins! They can walk in during business hours and see if there is any availability at that time
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"What kind of massage would you like?"
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Keep the control! "Are you looking to relax or do you want the massage to focus on specific areas?"
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Keep control of the call
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Recommend, Schedule, Confirm
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1. Recommending
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Type of session that would best suit the guest's needs, MT that best works with that type of session
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2. Scheduling
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- Don't schedule more than 3 non-member appointments each hour - When possible, schedule first-time guests before a massage therapist's break -Make appointment notes about guest's needs to reference when they come in for their appointment
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3. Confirming
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""Alright. I have you all set with Andy at 3:15. Your first appointment with us will be an hour and 15 minutes. That gives us time to customize the session for you and ensures you get your full 50 minutes of hands on time."
